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Case Study: ORM Automation

Real-Time Brand Protection with Agentic ORM Systems

In today’s digital economy, brand reputation is a 24/7 responsibility. IBS Fulcro helped a global consumer brand transform its online reputation management (ORM) by deploying an agentic automation system. The result: crisis response time cut from 24 hours to just 2 hours, improved brand sentiment, and full compliance under ISO 27001 certified processes.

Client Background

Who We Helped

  • Industry: Consumer & Retail (Global operations)
  • Scale: 20,000+ brand mentions daily across regions
  • Challenge: Manual ORM teams could not keep up with global scale

The Challenge

Gaps in Traditional ORM

  • Negative mentions took hours (or days) to escalate
  • No unified sentiment analysis dashboard
  • High manual costs of monitoring + outsourcing
  • Compliance risks due to lack of audit trails

The Solution

IBS Fulcro’s ORM Automation Approach

01

24/7 Monitoring

AI agents tracked mentions across social, forums, and news

02

Sentiment Analysis

Automated classification of posts as positive, neutral, or negative

03

Escalation Workflows

High-risk mentions routed instantly to PR/compliance teams

04

Automated Responses

Standardized responses generated for FAQs and low-risk mentions

05

Executive Dashboards

Real-time heatmaps and trend analysis

06

Compliance Layer

ISO 27001 certified logs for auditability

The Impact

Measurable Results

  • Response time reduced from 24 hours → 2 hours
  • Brand sentiment improved by 35% in 3 months
  • ORM team workload reduced by 50%
  • Outsourcing costs cut by 30%
  • Compliance teams gained audit-ready logs

Technology Stack

Tools We Used

Orchestration

n8n workflows for monitoring & escalation

AI Models

OpenAI GPT, Google Gemini, Claude for sentiment & auto-response

APIs

Dashboards

Power BI heatmaps & trend charts

Security

ISO 27001 certified data handling

Key Takeaways

Why This Case Study Matters

  • ORM automation is no longer optional for global brands
  • Agentic systems deliver speed + consistency that humans alone cannot
  • ISO 27001 certification provides the trust layer enterprises need
  • ROI is clear: faster responses = reduced brand risk

Frequently Asked Questions

How much faster was ORM response time?

From 24 hours down to 2 hours.

Did automation replace PR teams?

No. AI handled monitoring & FAQs, while PR managed escalations.

How was compliance ensured?

Every action was logged under ISO 27001 certified audit trails.

Which AI models were used?

OpenAI GPT, Google Gemini, and Claude.

Can this system scale to multiple geographies?

Yes. It was designed for multi-region ORM coverage.

Protect Your Brand Reputation with IBS Fulcro

IBS Fulcro’s agentic ORM automation helped this global brand respond faster, smarter, and more securely.

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